IT Service Management - Incident Management

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  • 1/24 Questions

    12.       What are the three primary steps involved in creating a new Incident?  (Select the correct response.)

    • 1. Open new Incident, 2. Complete Incident creation fields, 3. Assign Incident
    • 1. Open new problem, 2. Complete problem fields, 3. Assign problem
    • 1. Assign Incident, 2. Open new Incident, 3. Complete problem fields
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IT Service Management - Incident Management - Quiz
About This Quiz

The following ITSM Quiz has been designed to aid your training experience. � The questions are based around the Incident Management Remedy Module.

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  • 2. 

    2.  The Incident Management process consists of five discrete activities for handling requests from users, select the correct 5 Activities:    

    • Open, Review, Resolution and Recovery, Incident Closure, Close

    • Open, Review, Resolution, Incident Closure, Close

    • Identification and Recording, Investigation and Diagnosis, Resolution and Recovery, Incident Closure, Close

    • Identification and recording, Investigation and Diagnosis, Resolution, Incident Closure, Close

    Correct Answer
    A. Identification and Recording, Investigation and Diagnosis, Resolution and Recovery, Incident Closure, Close
    Explanation
    The correct answer is "Identification and Recording, Investigation and Diagnosis, Resolution and Recovery, Incident Closure, Close." This answer accurately lists the five activities involved in the Incident Management process. The first activity is the identification and recording of the incident, followed by the investigation and diagnosis to determine the cause of the incident. The next activity is the resolution and recovery, where steps are taken to resolve the incident and restore normal operations. After that, the incident is closed, and finally, the process is closed.

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  • 3. 

    20.       From the Incident, if you need to replace a computer system as part of the resolution, which of the following request types would you generate?  (select the single best answer)

    • Problem investigation

    • Change

    • Known error

    • Another incident

    • People entry

    Correct Answer
    A. Change
    Explanation
    When replacing a computer system as part of the resolution, the most appropriate request type to generate would be "Change." This is because replacing a computer system involves implementing a new system or making significant modifications to the existing system, which falls under the category of a change request. Problem investigation is used to investigate the root cause of an issue, known error is used when a known solution exists for a recurring incident, another incident is used for reporting a new incident, and people entry is not a valid request type in this context.

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  • 4. 

    7.      The primary goal of the Incident Management Process is:      

    • To minimize the adverse impact of incidents and problems on the business

    • To restore normal service operations as quickly as possible

    • To help transform IT and drive business value

    • To manage IT infrastructure and operations

    Correct Answer
    A. To restore normal service operations as quickly as possible
    Explanation
    The primary goal of the Incident Management Process is to restore normal service operations as quickly as possible. This means that the focus is on resolving incidents and minimizing the impact they have on the business. By restoring normal service operations quickly, the organization can minimize downtime, maintain productivity, and ensure that customers and end-users are not significantly affected by the incident. This goal aligns with the overall objective of incident management, which is to provide efficient and effective support to resolve incidents and minimize disruption to the business.

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  • 5. 

    18.      An Incident can be related to which of the following?  (Select the single best answer) a.      Solution database entry b.      A release c.      A known error d.      Problem investigation e.      Configuration item

    • A, c, d

    • C, d, e

    • All of the above

    Correct Answer
    A. All of the above
    Explanation
    The correct answer is "all of the above" because an incident can be related to a solution database entry, a known error, and problem investigation. It can also be related to a release and a configuration item, but these options are not included in the answer choices.

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  • 6. 

    6.      Which of the following functions can be performed using the Overview Console? a.      You can add a person to the People database. b.     You can create a variety of request types. c.      You can view and manage a variety of request types. d.      You can assign permissions to various users to access applications. e.      You can access other Consoles.

    • A, b

    • B, c, e

    • C, d, e

    Correct Answer
    A. B, c, e
    Explanation
    The functions that can be performed using the Overview Console include creating a variety of request types, viewing and managing a variety of request types, and accessing other Consoles. This means that options b, c, and e are correct. Option a, which states that you can add a person to the People database, is not mentioned as a function that can be performed using the Overview Console. Option d, which states that you can assign permissions to various users to access applications, is also not mentioned. Therefore, the correct answer is b, c, e.

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  • 7. 

    5.      Which of the following interfaces provide the ability to access the Overview Console?  (Select all that apply) a.      Problem Management Console b.     Incident Management Console c.      IT Home Page d.      CMDB Console

    • A, b, c

    • B, c

    • A, c

    • D only

    Correct Answer
    A. A, b, c
    Explanation
    The interfaces that provide the ability to access the Overview Console are the Problem Management Console, Incident Management Console, and IT Home Page. These interfaces allow users to view and manage various aspects of the system, including monitoring and resolving incidents and problems. The CMDB Console, on the other hand, does not provide access to the Overview Console.

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  • 8. 

    3.      What is the Best Description of the Overview Console?

    • Primary interface for support teams, providing links to procedures such as creating an Incident

    • Provides a primary single point of access to your ITSM applications

    • Displays statistics, charts, and broadcasts messages related to service support

    • Provides contact information of your company

    Correct Answer
    A. Provides a primary single point of access to your ITSM applications
    Explanation
    The Overview Console is the primary single point of access to your ITSM applications. It serves as a centralized interface where support teams can easily access and navigate through various ITSM applications. It provides a convenient and efficient way to manage and monitor different aspects of service support. The console allows users to access applications such as incident creation, statistics, charts, and broadcast messages related to service support. It does not provide contact information of your company, but rather focuses on providing a comprehensive overview and access to ITSM applications.

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  • 9. 

    16.      Routing rules are used for:

    • Vendor assignments

    • Assignments to self

    • Customer assignments

    • Auto-assignments

    Correct Answer
    A. Auto-assignments
    Explanation
    Routing rules are used for auto-assignments. Auto-assignments refer to the process of automatically assigning tasks or assignments to specific individuals or teams based on predefined criteria or rules. Routing rules help streamline and automate the assignment process by determining the appropriate recipient for each task, ensuring efficient and accurate distribution of workloads. This eliminates the need for manual assignment and reduces the chances of errors or delays in task allocation.

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  • 10. 

    15.      In an Incident, which tab displays who is currently assigned to the Incident?

    • Relationships

    • Work Detail

    • Information

    • Date/Time

    Correct Answer
    A. Work Detail
    Explanation
    In an incident, the "Work Detail" tab displays who is currently assigned to the incident. This tab provides information about the individuals or teams responsible for handling the incident, including their names, roles, and contact details. It helps to track and manage the assignment of tasks and responsibilities during the incident resolution process.

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  • 11. 

    17.      Which search option allows you to use operators and keywords to perform customised searches?

    • Watch List

    • Incident Console header, Company and Group

    • Defined Searches area, All Open by priority

    • Advanced Search Bar

    • Advanced Search from Advanced Functions area

    Correct Answer
    A. Advanced Search Bar
    Explanation
    The Advanced Search Bar allows users to use operators and keywords to perform customized searches. This feature provides more flexibility and control in searching for specific information or data within a system. Users can input specific search terms or use operators such as AND, OR, and NOT to refine their search results. The Advanced Search Bar is a powerful tool that enables users to tailor their searches according to their specific requirements.

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  • 12. 

    1.     Select the correct 5 Key Incident Management Roles:

    • Customer (user)/Event Management, Service Desk, Resolver Group, Specialist and Project Manager

    • Customer (user)/Event Management, Service Desk, Resolver Group, Specialist and NOC

    • Service Desk, Resolver Group, Conference and Catering, Specialist and NOC

    • NOC, Help Desk, Service Desk, Project Manager and Specialist

    Correct Answer
    A. Customer (user)/Event Management, Service Desk, Resolver Group, Specialist and NOC
    Explanation
    The correct answer is Customer (user)/Event Management, Service Desk, Resolver Group, Specialist and NOC. These roles are essential in incident management. Customer (user)/Event Management is responsible for identifying and reporting incidents. The Service Desk acts as the central point of contact for users and handles incident tickets. The Resolver Group consists of individuals with specific skills to resolve incidents. Specialists provide expertise in specific areas. The NOC (Network Operations Center) monitors and manages network infrastructure.

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  • 13. 

    10.      Which lists the first and last Incident record status values?

    • Initiate, Closure

    • Started, Finished

    • Registered, Resolved

    • Open, closed down

    • New, Closed

    Correct Answer
    A. New, Closed
    Explanation
    The correct answer is "New, Closed". This answer lists the first and last incident record status values. "New" represents the initial status of an incident record, indicating that it has just been created. "Closed" represents the final status of an incident record, indicating that the issue or problem has been resolved and the record is no longer active.

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  • 14. 

    14.      When assigning an Incident, which assignment options are available?  (select all that apply) a.      Assignment to customer b.     Assignment to selected support group and assignee c.      Assignment to self d.     Automatic Assignment e.      Assignment to vendor f.       Assignment to requester

    • A, c, e, f

    • B, c, d, e

    • B, c, e

    • C, f

    Correct Answer
    A. B, c, d, e
    Explanation
    The available assignment options when assigning an Incident are: Assignment to selected support group and assignee, Assignment to self, Automatic Assignment, and Assignment to vendor. These options allow for efficient and effective distribution of incidents to the appropriate parties for resolution.

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  • 15. 

    4.      Which area of the Incident Console navigation pane allows you to determine the number of open, unassigned, and breached Incidents?

    • Incidents Information

    • Functions

    • Defined Searches

    • Incident Counts

    Correct Answer
    A. Incident Counts
    Explanation
    The Incident Counts area of the Incident Console navigation pane allows you to determine the number of open, unassigned, and breached Incidents. This area provides a quick overview of the current status of incidents, allowing you to easily identify the number of incidents that are still open, have not been assigned to anyone, or have breached their SLA. It helps in monitoring and managing the incidents effectively by providing real-time information on their status.

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  • 16. 

    8.      Which area of the Incident Console navigation pane provides access to the various ITSM applications that you can use based on your assigned roles?

    • Consoles

    • Incident Counts

    • Broadcasts

    • Functions

    Correct Answer
    A. Consoles
    Explanation
    The area of the Incident Console navigation pane that provides access to the various ITSM applications based on assigned roles is called "Consoles". This section allows users to access different ITSM applications and perform tasks specific to their roles within the incident management process.

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  • 17. 

    9.       Which area of the Incident Console navigation pane allows you to create, edit, save, and delete custom searches?

    • Broadcasts

    • Defined Searches

    • Functions

    • Custom Searches

    Correct Answer
    A. Defined Searches
    Explanation
    The area of the Incident Console navigation pane that allows you to create, edit, save, and delete custom searches is "Defined Searches". This section provides the functionality to customize and manage your search criteria according to your specific requirements. You can create new searches, modify existing ones, save them for future use, and remove any unnecessary searches.

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  • 18. 

    11.       The first procedure in the Incident Management process is Register Incident.  What is the second procedure?

    • Incident Resolution

    • Assign Incident

    • Provide Initial Support

    • Implementing Solution

    • Close Incident

    Correct Answer
    A. Provide Initial Support
    Explanation
    The second procedure in the Incident Management process is to provide initial support. After registering the incident, the next step is to offer initial assistance to the person or system affected by the incident. This may involve troubleshooting the issue, providing temporary solutions, or offering guidance on how to mitigate the impact of the incident. The goal of providing initial support is to minimize the disruption caused by the incident and restore normal operations as quickly as possible.

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  • 19. 

    13.      Which of the following information is “Optional” when collecting information for creating an Incident? a.      Customer Information b.     Contact Information c.      Incident Description d.      Incident Type e.      Impact and Urgency f.       Operational Categorisation g.      Product Categorisation h.     Service i.       CI

    • A, b, d

    • A, c, h

    • B, f, g, h

    • B, h, i

    Correct Answer
    A. B, h, i
    Explanation
    The optional information when collecting information for creating an incident includes contact information, service, and CI. This means that these pieces of information are not required and can be left blank if not available or not applicable to the incident being reported.

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  • 20. 

    19.       On the Incident form, which tab contains the Incident Owner field?

    • Date/System tab

    • Work Details tab

    • Relationships tab

    • Assignment tab

    • Categorisations tab

    Correct Answer
    A. Date/System tab
    Explanation
    The Incident Owner field can be found on the Date/System tab of the Incident form. This tab typically contains fields related to the date and time of the incident, as well as system-related information.

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  • 21. 

    Is there anything you would like to change in this training? Was there anything you liked?  Please tell us more.

  • 22. 

    Please tell us more about the training you have received.  Please rate, how well the training you received prepared you in performing your daily duties?

    • 1 - Not at all

    • 2 - Basic

    • 3 - Good

    • 4 - Very Good

    Explanation
    This question asks the respondent to provide information about the training they have received and rate how well it prepared them for performing their daily duties. The options range from "Not at all" to "Very Good." The correct answer cannot be determined without more context or information about the respondent's specific training and job duties.

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  • 23. 

    How would you rate your trainer?  (How did he/she communicate, share experience and interact with you through the virtual session?)

    • 1 - Poor

    • 2 - Average

    • 3 - Good

    • 4 - Very Good

    Explanation
    The question is asking for the participant's rating of their trainer based on their communication, sharing of experience, and interaction during the virtual session. The participant can choose a rating from 1 (Poor) to 4 (Very Good) based on their perception of the trainer's performance in these areas.

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  • 24. 

    Virtual Training provides you flexibility in attending these sessions when most convenient.  Does this type of Virtual Training suit your individual training needs?

    • 1 - No, I prefer Classroom based training

    • 2 - Not sure

    • 3 - Good

    • 4 - Very good - this is my prefered medium of training

    Explanation
    Virtual Training provides flexibility in attending sessions, allowing individuals to choose the most convenient time to participate. This suggests that the individual's training needs can be better met through Virtual Training as it offers the flexibility they desire. Therefore, option 4 - "Very good - this is my preferred medium of training" is the correct answer.

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Quiz Review Timeline (Updated): Mar 20, 2023 +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 20, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Feb 06, 2011
    Quiz Created by
    Westpac
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